407 ETR

Location: Toronto, OntarioLength: 67.1 MilesProject Value: $3.5 Billion
The 407 ETR is the world’s first open road, all electronic toll highway.

The 407 ETR in Toronto, Ontario (Canada) is a 67.1-mile long project that spans from Burlington (in the west) to Pickering (in the east) and runs parallel to the city’s 401 ring road, which is one of North America’s most congested roadways. The central portion of the highway was opened by the Ontario government in June 1997 and tolling of the world’s first all-electronic, open-access toll highway began that October. In 1998, the Ontario government announced its decision to release an international public tender for the lease of a concession to operate and expand the highway.

In 1999, the 407 ETR Concession Company Limited, a consortium led by Cintra, assumed operations of the project under a 99-year Design-Build-Finance-Operate-Maintain (DBFOM) contract that includes the O&M of the highway for 99-years. Since its opening in 1999, the 407 ETR has never received a noncompliance or unavailability deduction.

Facility Type: Toll road
Start of Concession: 1999
End of Concession: 2098
Term of Concession: 99 Years
Concession Company: 407 ETR Concession Company Limited
Client: Ministry of Transportation of Ontario (MTO)
Equity Structure: 43.23% [RS1] Cintra Infraestructuras S.A.; 30% Intoll; 16.77% SNC Lavalin; 10% CPPIB
Website: www.407etr.com
    • 2015 First Call Resolution Improvement Award – Early Cure Collections—awarded by Service Quality Measurement Group.
    • 2014 & 2015 World Class Certified Call Centre Award—awarded by Service Quality Measurement Group.
    • 2014 Highest Customer Service Award – Union Industry—awarded by Service Quality Measurement Group.
    • 2014 First Call Resolution Gold Award for Best Practice Quality Assurance—awarded by Service Quality Measurement Group.
    • 2013 First Call Resolution Best Practice Recognition Program—awarded by Service Quality Measurement Group.
    • 2010 New Canadian Commercial Technology/Innovation or Research and Development Award—awarded by the Intelligent Transportation Systems Society of Canada (ITS Canada).
    • 2009 President’s Awards for Excellence—awarded by the International Bridge Tunnel & Turnpike Association (IBTTA).
    • 2008 National Awards for Innovation and Excellence Silver Award – Service Delivery—awarded by The Canadian Council for Public-Private Partnerships.
    • 2006 First Call Resolution Improvement Merit Award—awarded by Service Quality Measurement Group.
    • 1999 Project Finance Gold Award—awarded by The Canadian Council for Public-Private Partnerships.
During summers, Cintra’s O&M team provides cleaning and landscaping service beyond the 407 ETR’s fence lines between Guelph Line and Brant Street where neighbor’s houses, swimming pools, or parking areas back up to the highway. Similar tasks are performed at other selected sites. Enhanced landscaping services are also provided with hedges in areas where pedestrians travel to enhance aesthetics and pedestrian safety.
Cintra implements an extensive training program for its O&M team. The concession has three full-time staff members dedicated to organizing training, conferences and symposiums. These events include specialists from Canada and the U.S. to speak and train on a variety of topics that include technical operations, administration, finance and communications.

Cintra’s employment requirements for dispatchers in the 24/7 control center include previous dispatching experience, preferably with the police, fire department or health services. If a potential employee does not have this experience, extensive training is provided to further enhance the employee’s skills. New employees are trained to ensure understanding of the Province’s emergency response guidelines and required to shadow an experienced dispatcher until fit to perform independently.

Cintra’s O&M team has also developed an internship and summer student program in collaboration with York University.

  • 407 ETR is a proud supporter of the United Way of York Region (UWYR). Since 2006, 407 ETR and its employees have raised over $650,000 through donations, fundraising and a dollar for dollar match by the company.
  • Since 2007, 407 ETR and its employees have donated over $500,000 to SickKids Foundation to help children with cancer and support pediatric brain tumor research.
  • The 407 ETR team created a scholarship fund to support students in York University’s Faculty of Graduate Studies. Each year, the 407 ETR Graduate Student Award will provide one York graduate student with a $15,000 scholarship.
  • In 2013, with a $250,000 donation from 407 ETR, the Lassonde School of Engineering at York University created the “407 ETR Learning Laboratory” for its students.
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